Refund policy

Last updated: 11 August 2026

This policy applies to products purchased directly from Felt n Stuff.

This policy operates alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded.

Change-of-Mind Returns

Please choose your design carefully. Felt n Stuff does not offer returns, refunds or exchanges where you:

• change your mind;
• choose the wrong design or product;
• decide you no longer want or need the product;
• find the product cheaper elsewhere;
• do not like the design after receiving it;
• expected a different result due to personal preference or crafting ability; or
• accidentally order the wrong item or quantity.

This applies to unopened products, sale products and gift purchases unless Felt n Stuff agrees otherwise at its sole discretion or a remedy is required under the Australian Consumer Law.

Refusing a change-of-mind return does not affect your rights where a product genuinely fails to meet an applicable consumer guarantee.

Order Cancellations

Orders cannot be cancelled or changed after they have been dispatched.

If you contact us before dispatch, we may attempt to cancel or amend the order, but cancellation is not guaranteed. Any payment-processing costs that cannot be recovered may be deducted only where legally permitted and clearly agreed.

Faulty, Damaged or Incorrect Products

Please inspect your order after delivery.

If you believe your product is faulty, damaged, materially different from its description, missing components or not the product you ordered, contact:

feltnstuffstore@gmail.com

Please provide:

• your full name;
• order number;
• a clear description of the issue;
• photographs or a short video clearly showing the product, affected component and relevant packaging; and
• any other information reasonably required to assess the claim.

Photographs and videos help us assess claims quickly, but they do not replace or limit any rights you may have under the Australian Consumer Law.

We may request that the product or affected component be returned for inspection before providing a remedy. Please retain the product, components and packaging until we finish assessing your claim, unless keeping the item would be unsafe.

Do not return a product without first contacting us and receiving return instructions.

Assessment of Claims

Felt n Stuff is entitled to reasonably assess a product before providing a remedy.

When assessing a claim, we may consider:

• the nature and condition of the product;
• photographs, videos and information provided;
• how the product was used;
• whether the care, safety and usage instructions were followed;
• whether the issue resulted from normal wear, accidental damage or misuse;
• order, dispatch, weight, inventory and batch records; and
• whether a remedy has already been provided for the same issue.

Submitting a claim does not automatically guarantee a refund. The remedy will depend on the nature and seriousness of the problem and the requirements of the Australian Consumer Law.

We may decline a claim where, following reasonable assessment, the product does not have a fault or the problem was caused by misuse, accidental damage, improper storage, unauthorised alteration or failure to follow supplied instructions. This does not limit any rights that apply under the Australian Consumer Law.

Felting Needles and Normal Breakage

Felting needles are thin, sharp and delicate tools. They can bend, become blunt or break through normal wear or when subjected to sideways pressure, twisting, an incorrect poking angle, excessive force or contact with a hard object.

Needle breakage by itself does not necessarily mean that the needle or kit is defective. Replacement or refund claims may not be accepted where breakage resulted from:

• inserting or removing the needle at an angle;
• twisting or bending the needle;
• applying sideways pressure;
• using excessive force;
• hitting the frame, table or another hard surface;
• using the needle for a purpose for which it was not designed;
• continued use of a bent or damaged needle; or
• failure to follow the supplied instructions and safety warnings.

If a needle arrives broken, damaged or appears to fail prematurely during correct normal use, contact us so that we can assess it. Where appropriate, the remedy may be limited to replacing the affected needle or component rather than refunding the entire kit, unless a different remedy is required under the Australian Consumer Law.

Broken needles must be handled carefully and placed in a rigid, puncture-resistant container before disposal. Keep all needles and broken fragments away from children and pets.

Missing Components

If your kit appears to be missing a component, contact us as soon as reasonably possible and provide your order number, photographs of everything received and details of the missing component.

Where a component is confirmed as missing, we will generally send the missing component rather than replace or refund the entire kit, unless another remedy is required under the Australian Consumer Law.

Variations in Craft Materials

Wool and other craft materials may have minor natural variations in colour, texture, thickness or appearance. Colours may also appear slightly different depending on lighting and screen settings.

Minor variations that do not materially affect the product’s appearance, description, quality or intended use are not generally considered faults. This does not apply where the product is materially different from its description, sample or advertised appearance.

Problems Not Covered

Unless required under the Australian Consumer Law, Felt n Stuff is not responsible for problems caused by:

• incorrect or unsafe use;
• accidental damage after delivery;
• ordinary wear and tear;
• failure to follow instructions or warnings;
• improper storage;
• damage caused by children, pets or third parties;
• loss of needles, wool or other components after delivery;
• personal dissatisfaction with the customer’s completed artwork;
• differences caused by the customer’s crafting technique or experience;
• unauthorised modification of the product; or
• a customer continuing to use a product after becoming aware that it is damaged or unsafe.

Returns and Return Postage

If a return is required, we will provide the return address and instructions.

Products that can be posted or easily returned must be returned using a trackable shipping method. Responsibility for return costs will be determined according to the circumstances and the Australian Consumer Law.

If we provide a prepaid return label, it must only be used for the approved product and claim. Items returned without approval, sent cash-on-delivery or sent to an incorrect address may not be accepted.

Felt n Stuff is not responsible for returned products lost or damaged in transit where the customer arranged the return shipping, except where required by law.

Remedies Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

• a replacement or refund for a major failure;
• compensation for any other reasonably foreseeable loss or damage; and
• have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

For a minor problem, Felt n Stuff may choose to provide an appropriate remedy, such as replacing the affected product or component, within a reasonable time.

For a major failure, you may be entitled to choose a refund or replacement in accordance with the Australian Consumer Law.

Refunds

Where a refund is approved, it will be issued to the original payment method. We do not ordinarily issue refunds to another person, card, account or payment method.

Refunds will generally be submitted within 10 business days after approval or receipt and assessment of the returned product, where a return is required.

Your bank or payment provider may require additional time to make the funds available. Felt n Stuff cannot control processing times after a refund has been submitted.

Shipping charges will only be refunded where required under the Australian Consumer Law or expressly agreed by Felt n Stuff.

Duplicate, False or Misleading Claims

Only one remedy will be provided for each affected product or issue.

We maintain order, dispatch, inventory, batch and customer-service records to assess claims and prevent duplicate or misleading requests. We may decline a claim where the available evidence reasonably shows that:

• the product was delivered correctly and without the claimed issue;
• the claim relates to customer-caused damage or misuse;
• information supplied in support of the claim is materially false or inconsistent; or
• a refund, replacement or other remedy has already been provided.

Nothing in this section permits Felt n Stuff to refuse a valid remedy required under the Australian Consumer Law.

Contact Us

For return, refund or replacement enquiries, contact:

Felt n Stuff
Email: feltnstuffstore@gmail.com

Please include your order number in the subject line.